Addressing processing times

If you display an expected shipping speed next to your shipping rates in your checkout, then you should also let your customers know about your processing times. For more information on what processing time is, refer to to Understanding and reducing processing times.

Expected shipping speeds can be shown in the following situations:

  • if they are manually put into a custom flat shipping rate
  • if you use carrier-calculated shipping rates
  • if you use the shipping speeds feature

Many customers expect that the shipping speed that's listed next to a shipping rate is also the number of days it will for the order to arrive. However, most businesses have at least 24-48 hours of processing time before the order is shipped. This can cause customers to contact you with support requests asking where their orders are, and can create a poor experience for your customers.

Making your processing times clear to customers while they're checking out can reduce these support interactions and create a more positive customer experience. You can let customers know about your processing times in your checkout, or on an FAQ page, shipping information page, or shipping policy page. Alternatively, if you don't use carrier-calculated shipping rates, then you can also remove the shipping speed estimates from your shipping rates.

Adjust your checkout language for processing times

You can adjust your checkout language in your theme's settings to add a message to your customers. It's beneficial to tell them know how long it takes for you to process their order and the shipping times to start, so that they can understand when to expect their order to arrive.

Steps:

  1. From your Shopify admin, go to Online Store > Themes.
  2. Next to your theme, click Actions > Edit languages.
  3. Click the Checkout and system tab.
  4. In the Checkout shipping section, edit the Shipping method title field to highlight your processing times, such as Shipping method (Orders shipped within X - X days) or Shipping method (Orders are processed in X - X business days).

Update an existing FAQ or shipping information page

  1. From your Shopify admin, go to Online store > Pages.
  2. Click the page that you want to update.
  3. Enter the details about your processing times, and then click Save.

Create a new FAQ or shipping information page

  1. From your Shopify admin, go to Online store > Pages.
  2. Click Add page.
  3. Add the contents of the page, and then click Save.
  4. Optional: Add the page to your online store menus. For detailed instructions to edit your store's menus, refer to Add, remove, or edit menu items in your online store.

Update your shipping policy page

  1. From your Shopify admin, go to Settings > Legal.
  2. In the Shipping policy section, edit your shipping policy to include your order processing times.
  3. Click Save.

Create a shipping policy

When you create a shipping policy, a link to your shipping policy page displays in your checkout. You can also link directly to your shipping policy page within your online store.

  1. From your Shopify admin, go to Settings > Legal.
  2. In the Shipping policy section, enter your shipping policies and your order processing times.
  3. Click Save.
  4. Optional: Add your shipping policy to your store menus. For detailed instructions, refer to Add policies to your store menus.

Remove shipping speeds from a shipping rate title

If there are shipping speeds added to your shipping rate titles, then you can remove them by editing your shipping rates.

Steps:

  1. From your Shopify admin, go to Settings > Shipping and delivery.

  2. Next to the shipping profile that you want to edit a rate in, click Manage rates.

  3. Next to the rate that you want to edit, click the ... button.

  4. In the drop-down menu, click Edit rate.

  5. Remove the shipping speed information, and then click Done.

  6. Click Save.

Remove the shipping speed from a shipping rate

If shipping speeds were added to your shipping rates using the shipping speeds feature, then you can remove the shipping speed by setting the shipping rate to Custom flat rate (no shipping speed).

Steps:

  1. From your Shopify admin, go to Settings > Shipping and delivery.

  2. Next to the shipping profile that you want to edit a rate in, click Manage rates.

  3. Next to the rate that you want to edit, click the ... button.

  4. In the drop-down menu, click Edit rate.

  5. In the Shipping speed drop-down menu, select Custom flat rate (no shipping speed).

  6. Click Done, and then click Save.

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